Traveling from Waikiki to the airport, John was the kindest driver, on time and exceptional service!! 10/10 :)

Worst transport ever still waiting to be picked up a half hour after pick up time do yourself a favor call a cab

On March 29th, while I was in Hawaii, I was driving a rental car on the Pali Hwy in the left lane when a VIP transportation vehicle suddenly merged into my lane without using a signal. The driver continued moving into my lane despite my presence, and I had to honk my horn to alert them. Unfortunately, the vehicle made contact with my car, clipping the right front fender on the passenger side. The driver did not stop and continued driving. The vehicle involved had license plate SYX252 and was identified as bus number 247. Later that day, I contacted the company's office to report the incident. A female representative answered, took down my information, and stated that she would file a report and return my call within an hour. During that follow-up call, I was advised to contact someone named Lenny the following day (Monday) after 10:00 AM. On Monday, I called as instructed. A male employee answered and informed me that he was unsure of Lenny's schedule, stating that they do not typically know their managers' hours. He took down my name and email, and I again explained the situation in detail. As of today, April 7th, I have not received any follow-up communication regarding this incident. Due to the lack of accountability, poor communication, and failure to address a serious safety concern, I cannot recommend this business. Based on my experience, they do not appear to be reliable or trustworthy when it comes to the safety of others on the road. read more

VIP Trans - The passenger right side front bumper sustained visible scraping and paint damage. - Airport Shuttles Near Me - Honolulu, Hawaii

Clean van, easy to contact and call if you have questions or need clarification to where to be picked up. On our way back to the airport at the end of our trip Kevin picked us up. He was very kind, helpful and friendly. read more

Worst experience. I wouldn't have booked with them if it weren't included in my package. Extremely rude, unprofessional, and it feels intentional that you can't ask for the ETA. They were literally an hour late; you could see many of them driving in circles--it was the worst experience. read more

Worst customer service I have dealt with in a long time. Pickup at Daniel K. Inouye International Airport started off fine, until the driver kept us waiting an extra 45 minutes because another customer was lost. We were forced to sit there while they figured it out. Unprofessional and unacceptable. I cancelled my reservation on April 27 and was promised a refund. It has now been two weeks and I have received absolutely nothing. ( I did not want to have the same experience on the way to the airport) I've emailed several times and their website clearly said someone will get back to you in within 24 hours. Still no response. If you want me to take this post down, here is the reference and please refund my money like you said you would do. Reservation ID: AV110551 Avoid this company at all costs. Terrible service. Terrible communication. Terrible company. read more

Bad customer service, always late, rude driver a retired marine and inconsistent night dispatched mgr! They want to charge you for oversize luggage, which the airline don't consider it's oversized. Drivers and dispatch gives mixed messages causes confusion to customer! read more

This company advertises they will watch flights to ensure timely pickup. I called upon landing and was told to call back after I had my luggage (in a not quite aloha spirit manner). We called again after luggage to be questioned about the name of reservation, told my name wasn't there, then gave reservation number, told I didn't have a booking, repeated I had one scheduled for today, questioned by the receptionist about "who did you book through" to inform her it was their company website, then told they would be here in 30 minutes. I booked a return shuttle for our departure but will be canceling it as soon as we get OFF this first shuttle trip. No way will I risk being late for my return flight since this company clearly does not put customer service and satisfaction above anything else. Updated to add that it took 56 minutes from the time of calling to pickup. Additionally when calling to check the status (and frankly to request a refund), the receptionist hung up on me, TWICE! read more

Worst experience I've ever had with a shuttle service -- DO NOT BOOK. I paid for airport shuttle pickup when I landed, but once I arrived, they told me I was supposed to call to make a reservation. I pulled up all my emails, and nowhere did it state that I needed to call ahead. I tried to give them the benefit of the doubt and assumed it was a miscommunication. Not only did they fail to pick me up when I arrived, but they also never showed up for my return pickup to the airport. My confirmed reservation time was 5:30 AM, which I called to reconfirm within the required 48 hours. My flight was at 7:50 AM, and I provided them with my flight information. I trusted their recommended pickup time since they are the professionals. At 5:30 AM, no one arrived. I called, and they told me to wait 10 more minutes. After waiting 15 minutes, I called again. The staff member became upset and told me it was my fault because I should have known that 5:30 AM was too late for an airport pickup -- essentially blaming me for trusting the time they gave me. The representative was extremely unprofessional and told me to contact Expedia instead of offering any help or solution. Because of their failure to show up, I had to rush to find a taxi at the last minute just to try to make my flight. This was the worst shuttle experience I've ever had. I highly recommend that you DO NOT book with this company. read more

Worst customer service, the lady was very rude when I was trying to confirm my pickup time and when i arrived to the airport didn't even tell me the direction to look for the van worst transportation ever don't recommend read more

First off the driver Chris was absolutely the best driver we could have had that's the reason I gave 2 stars. Now whoever is overseeing Leilani as a manager needs to address the rudest individual I've ever spoke too. She deserves to be demoted as a supervisor. She yelled at my wife for no reason and hung the phone up and when I called back and asked if she hung up she said "absolutely " . We called advanced to get it situated for our flight time and the person on the phone heard the issue and said "can you call back tomorrow at 8am" we knew she had no idea what she was doing. If you get Chris as a driver you are good. Hr needs to look into Leilani asap read more

EXTREMELY RUDE OFFICE STAFF.... don't call.. you will wait on hold for a long time, get snippy replies, and get hung up on. Don't waist your time and money on their offensive office employees read more

Very prompt service. The pickup from hotel to airport went very smoothly and we loved the nice clean van. Thank you!

very poor customer service van smelt like strong cigerattes AC was blowing hot air driver was very rude he told me if thats the only thing we came to hawaii for is to complain after a passanger just asked if he could turn the ac on while waiting at the hotel lovby there were 2 van drivers smoking some weed how sad and there a transportation company that moves people read more

I never ever leave reviews. My experience with this company was so horrible that I feel everyone deserves to know so that you NEVER book with them. Airport to resort was fine our driver was very kind and the pick up was not too late. Resort to airport was a completely different story. Whoever was the dispatcher at 10:20am on 03/17/25 was so insanely rude I am still in absolute shock. She informed us that the shuttle that we had not been informed would arrive before 11am had already left and that there were no others. She then proceeded to blame us entirely for it even though the time they had sent us was not the time the shuttle came, attempted to claim I didn't even know what time my flight was (???), she even told me "nope no refund" and immediately hung up in my face when I told her it was fine and I would just be going through my credit card company to deal with it (when did i ever ask her to send me a refund?). When my mother called back she hung up on her as well and refused to provide her name or connect us with a supervisor. If you are the owner of this business genuinely goodluck to you. There are dozens of awful reviews and many about a rude dispatcher as well which I'm sure was the woman we spoke to today. Literally what sort of business is this? It's actually embarrassing. Zero customer support. Zero reliability. Zero accountability. Zero hospitality. Everyone we've met in Honolulu has been so amazing and every establishment has been worth our money/time, except this service. PLEASE do yourself and your family a favor and STAY AWAY FROM VIP TRANS! I recommend GO808Express :) read more

More accessible. I won't use them anymore when they show, great but just don't count on them. I'm not going to post if they're requested minimum input. I am old and tired. I NEED service but don't have time. Guess I won't use you or let folks my age know. read more

They will run pedestrians off the road riding bicycles in Waikiki and eventually will kill someone. They don't wait at stop lights crossover in Bus Only lane to go around while speeding and driving reckless. Eventually they will be on Hawaii News Now for killing a person and someone can use this for evidence that they were warned about their dangerous driving. read more

After being on an aircraft all day, I was looking forward to our scheduled and prepaid shuttle ride to our hotel. My husband and I had our 6 yr old granddaughter with us . The driver would not allow us to ride unless we paid almost $30 for her. I made the reservation through delta vacations and I'm expecting a refund because we ended up getting an Uber. Bad greeting to the Island due to This shuttle service. The representative was named Kele and was very rude. read more

I do NOT recommend this service. There were no instructions on the ticket about the meeting location. I had to call them, and they didn't give me a clear explanation. In the end, they told me to wait at Pre-arranged 1. I waited there for more than 45 minutes, then called again to ask what was going on. They hung up on me. Eventually, I figured out on my own that no cars were coming to that location, even though they were supposed to. All the cars were going only to Pre-arranged 3. Really bad service, staff with no patience at all. read more

Supposed to meet you at the baggage carousel. I've been standing outside the airport for 60+ minutes waiting. Another vip shuttle showed up, rude driver was like "no, ur not getting on this bus". Skip this and just uber. read more

Booked a transfer from the Cruise Terminal to my hotel. Everything went very smoothly, and the Driver was very friendly and helpful. I've booked them for the transfer from my hotel back to the Cruise Terminal. read more

In the past 12 months, I have used "VIP Trans" five times for shuttle services between the airport and my accommodations in Waikiki. I did use UBER from HNL to Waikiki once. The cost of that ride was a little under $50, before tips. Once I learned about VIP Trans, the cost for a trip to / from HNL to Waikiki is $18, before gratuity. If you're booking a pickup from your hotel for a departing flight, you can do so using their website. VIP asks that you book pick up three hours before your flight's departure time. In my experience, VIP Trans has always picked up on time and gotten me to the airport with enough time to check-in, get through security, and settle down before boarding. Getting a ride after your flight arrives at HNL is just as easy. All of the drivers have been friendly and helpful on each occasion. read more

From airport to hotel was ok. Van smelled like cigarettes but who cares I'm just happy to be in beautiful Hawaii for vacation. Hotel to airport is another story. There's no email/text/call notification of a pick up time, schedule or even a heads up that your driver has arrived. So when I call to confirm a pick up time 3 hrs before my flight I'm told I'm a "no show". On top of that the dispatcher was rude. At least attempt to notify your paying customers that the driver has arrived. read more

I booked transportation in advance for 2 clients (pick up from HNL to The Ambassador hotel). They were waiting for hour when I called me. I contacted the the provider who advised me that "we called out their names at the carousel and no one answered us". Why not use the phone number given? The rep was rude and refused to provide any other assistance leaving the clients stranded. Horrible service. And why yell names in the airport when calling works best. Classless! read more

I paid $20 for a shared shuttle to get me from the airport to the cruise terminal. Went solo so it saved me much more money than Uber and when I called for pick up, they walked me through how to find the the shuttle. Both drivers were prompt and friendly. Good experience and good return with them as well from the cruise terminal back to the airport. Only recommendation would be that they have a clear meeting spots in the airports like how one of their competitors has. You will not find cheaper transportation for 1 person than VIP Trans. read more

i am absolutely screaming no!! they never picked us up or communicated they were running late! we had to arrange alternate transportation just in time to catch our flight. no no no!!! read more

I hope this is Earl's company. We had him as a driver going over to koolina from Waikiki for a time share presentation at the Marriott vacation club. He was super friendly and a great ambassador for your company and Hawaii. I think he said he had worked there 19 years. Also, we saw him the next morning outside our hotel while we were waiting for our airport shuttle and had a great conversation with him while we waited. Earl- you rock! read more

Inefficient company, rude dispatcher, and unclear instructions policy. They say to call from airport to find out shuttle pick up location, but when I called, the first person wouldn't tell you the pick up spot until you get to baggage claim, and said to call a second time when you get to baggage claim. How inefficient is that? Then by the time they picked up the second call, and finally gave me instructions on where to meet the shuttle (they could have just said exit to Pre-Arranged Door 5, why is that such a secret?), apparently the shuttle JUST left without me (for a pre-paid and confirmed booking?). Dispatcher was rude and questioned whether I had ever taken a shuttle service before and understand how it works. The answer is yes, and for a confirmed booking, they usually don't leave without a confirmed passenger that missed the meeting spot by only 3 minutes because the dispatcher could not bother to give me clear instructions. I said I had a confirmed booking for 11:45 and it was only 11:48 so why would the shuttle leave without a confirmed and paid passenger? Rude dispatcher said I had to wait for the next shuttle (which was actually 3 shuttles later and an hour later) and HUNG UP on me. Waste of time and would never use this company again. There seem to be plenty of other shuttle services to check out with better signage, friendlier hosts, and more frequent pickups. read more

I booked the airport shuttle for my mom who doesn't speak English. When I called they guided me well and and it made her find them so easy when she arrived. They were very nice and friendly. Thank you and I will use this again! read more

Reservation AV36473 VIP Service was very efficient and accommodating in meeting our needs to adjust earlier than expected disembarking from the cruise. The bus was very clean. The driver was very polite with a good knowledge of the area. Highly recommend their service. read more

Horrible ride and their customer service line is the most rude people I have ever encounter , they even refuse to give out their name when asked and said there is no supervisor . You are way better off with Uber or lift !! Avoid this transportation at all cost to save you headaches !! read more

I booked transfer from a cruise to hotel and was very pleased with company flexibility to accommodate my earlier arrival. The bus was very clean and driver was very friendly and knowledgeable. Thank you for great service! read more

Paid for this pickup weeks in advance. My whole family is still here an hour after getting our bags from baggage claim and they still aren't here. We were told "give or take About 15 minutes out" Definitely avoid this shady business at all costs, I would rather take a taxi or Uber next time. Please don't waste your time or money with this scam. They asked us all about our flight times and which company were flying through so we thought they were professional but turns out they are the opposite of that. AVOID THIS SCAM!!!! All of them can Ai Kae! read more

TERRIBLE SERVICE! Big mistake booking VIP because they DO NOT SHOW UP. We called them multiple times and each time they gave a different answer. Eventually they said we would have to wait 1-2 hours, which was shocking to hear since we gave them the flight arrival time. They said they didn't have enough drivers and were clearly prioritizing picking up flight crew members over travelers. We saw at least 3 VIP shuttles pass us and they all refused to stop when we tried to flag them down. During the 3rd call, I escalated to a Manager who was extremely rude. All she kept saying was that they will issue a refund or that people have been waiting for 2 hours. Well, if we wanted a refund, we wouldn't book your service in the first place. We want the service that we booked in advance for. Secondly, people are waiting for 2 hours BECAUSE OF YOU, not us. You're not running a charity or helping people out of the goodness of your heart. You're running a business and charge people for a service that you don't even provide. They said they'd issue a refund but clearly given their track record I expect to follow-up with them for it. I will be writing to BBB and to the Tourism Ministry to Hawaii to cancel their business license. This was one of the worst experiences for us, especially in a tourist destination such as Hawaii. read more

Absolutely loved this shuttle service. Eric and Hoseph were the best!! So much great information and wonderful talking to each of them!!

I prepaid and booked this shuttle service! They never showed then when i called them an extremely rude lady who claimed to be the owner said she was canceling the transportation. Hard to believe an owner would be so rude, unprofessional, unreliable and severly lacking of any customer service. DO NOT USE this company as they'll take your money and leave you stranded. read more

Update in response to this company's response: Yes, this review is on the correct page & is also on Diamond Head Vacation's page. Diamond Head Vacation showed up with the Lei. It's VIP Trans that dropped the ball with transportation and/or communication with Diamond Head. Diamond Head Vacation subs out transportation through VIP Trans shuttle service. Also, the driver of VIP Trans is the one who left us on a freaking corner because his boss told him to turn around to get someone else at the airport after being an hour & a half late to get us & said HE DIDNT CARE that WE were late, to turn around anyway. So no, the review is exactly where it needs to be. Really wish we would have read the reviews before booking. Please listen to the reviews. My bf tried to surprise me with a sign & a lei. Well the lady showed up with a sign & a Lei, but we had to search her out cause she wasn't holding up the sign. She was at a counter writing in her notepad. She was super sweet but ruined the experience. BUT THEN turns out there was no shuttle there for us because they didn't have our information even though we booked this months ago. So we didn't get picked up until an hour & a half later. Finally get picked up & our driver makes a stop by his car to get a pen...ummm ok? We are 15 minutes into the drive to our hotel & the driver gets a call he needs to turn around & get someone at the airport. We told him NO! You have already wasted so much of our day & the lady in our shuttle with us was already late for a meeting. So he called his boss to tell him that we were late & the boss said he didn't care, told him to turn around anyway & get the person from the airport. Why is the guy at the airport so much more important than us who have already been screwed 2 hours out of our vacation? So the driver ended up dropping us at a random corner because he "is just doing his job" & we had to wait for a Lyft. Great customer service for $108, what a piece of shit company. Currently the company is "investigating" before refunding us. What is there to investigate? We paid for a ride, we didn't get a ride. Way to start out our vacation. DO NOT USE THIS COMPANY!!! read more

Such nice drivers! Who likes dependable people to get you back & forth to the airport, Waikiki, or cruise ship terminal? Well look no further... :) read more

Super long delays. Do not recommend. We are glad we reserved our pick up a lot earlier than we thought we needed or would have missed our flight. read more

We arranged for a shuttle from the airport to our hotel. It was my understanding there'd be one waiting. No one was waiting. I called they told us where to go to meet the shuttle and said "they'd send it around." Fifteen minutes later no shuttle. I called and they said it'd be 20 minutes. I said I thought it was suppose to be waiting for us, the person on the phone said "it's traffic time." Ok. We wait 25 minutes, still no shuttle, I called them back and was told 20 minutes. I said, "our flight landed an hour an a half ago." Person on phone said, "why don't you get an Uber." So that's what we did, and we were to the hotel in less than 20 minutes. There's lots of options for airport transfer, pick someone other than these guys. read more